Papers
1
Total Citations
5
H-Index
1
About
Mengyang Zhao is an emerging scholar at the forefront of service technology and human–robot interaction, with a focused research agenda on how artificial intelligence and robotics reshape customer experiences and value creation. Zhao’s most-cited work, “The impacts of employee–robot hybrid teams on customers’ value cocreation and codestruction behaviors” (2025), investigates the nuanced dynamics when human employees and robots collaborate in service settings. This paper, already garnering 5 citations shortly after publication, provides critical insights into how hybrid teams influence whether customers actively participate in creating value or inadvertently undermine it—a timely contribution as businesses increasingly deploy robotic assistants. Zhao’s research bridges marketing, organizational behavior, and technology management, offering practical frameworks for designing service ecosystems that balance automation with human touch. By examining both the positive (cocreation) and negative (codestruction) outcomes of these interactions, Zhao equips managers and designers with evidence-based strategies to optimize customer engagement. As a rising voice in the field, Zhao’s work signals a deep commitment to understanding the societal and commercial implications of AI integration, making their research essential reading for students and practitioners navigating the future of work and service innovation.
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Top Papers
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